FAQs

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Why did my Criteo data source stop updating and ask to be reconnected?

Criteo uses an OAuth connection that renews itself in the background. Each time Adriel renews access, Criteo issues a fresh credential, and the connector stores the new value automatically so the connection keeps working without any manual step. Occasionally a renewal response comes back without that new credential. When that happens, the connection can no longer renew itself and has to be reconnected before data updates resume. This is expected behavior, not data loss — data already cached stays in place, and reconnecting restores ongoing updates. To reconnect, follow How to connect Criteo to Adriel. If the connection keeps dropping after a clean reconnect, email KR Support (support@adriel.ai) or Global Support (support.global@adriel.ai) with the affected data source and dashboard URL.

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Why do deleted or paused Criteo campaigns still show in my reports?

This is intentional. Criteo’s management endpoints only return currently active structure, so a campaign, ad set, or ad that has been deleted or archived would otherwise disappear along with its history. To prevent that, Adriel merges the live structure with entities recovered from report data, so deleted and archived items remain visible alongside their historical metrics. Recovered entities may carry limited metadata — the name and identifiers are present, but fields such as status, schedule, and budget can be blank because they are no longer returned by Criteo.

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Why does my Reach number look too high over a long date range?

Reach is a daily count of unique users. When a widget spans more than one day, the daily values are added together, so a user who saw an ad on several days is counted once per day. The result is that Reach summed across a long range can overstate the true number of unique users reached. For a closer read on distinct audience, view Reach with a Daily breakdown, or narrow the date range. Impressions and Clicks are additive counts and are unaffected.

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Why can’t I pull Criteo data from more than two years ago?

Criteo rejects report queries whose start date is more than two years in the past, returning a FROM_DATE_TOO_OLD error. A single report query is also capped at 365 days; wider ranges that stay inside the two-year window are split into multiple queries automatically. A date range that reaches past the two-year boundary returns no data for the out-of-range portion. Setting the start date within the last two years resolves it.

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Why don’t my weekly Criteo totals match Criteo’s own weekly view?

Criteo’s Stats API returns daily records, and Adriel builds weekly, monthly, and other time groupings from those daily rows. Because Criteo’s native weekly boundaries do not always line up with the week start used in a widget, a weekly rollup in Adriel can differ from the weekly figure shown in Criteo’s own reporting. When the data source uses the same timezone as Criteo’s reporting, the underlying daily totals match. For an exact comparison against Criteo, use a Daily breakdown, or align the week-start breakdown to the one Criteo uses. See the Criteo data reference for the available time-grouping breakdowns.

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How do I change the timezone of my Criteo data source?

The timezone is chosen when a Criteo data source is created and cannot be changed from the data source settings afterward. If no timezone was selected, the data source uses UTC. Criteo data sources created before the timezone setting was added also use UTC. The setting is locked because changing it partway would mix days measured in two different timezones in the same history. To change the timezone of an existing Criteo data source, email support@adriel.com with the data source name and the timezone to switch to. Adriel switches the timezone and re-collects the data source’s data so the stored days follow the new timezone.

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Why don’t my daily Criteo numbers match Criteo’s own reporting?

Adriel splits Criteo data into days using the timezone selected when the data source was created, or UTC if none was selected. When Criteo’s reporting uses a different timezone, each day starts and ends at a different moment, so activity near midnight can land on a neighboring day. The same date can then show different daily figures in Adriel and in Criteo. The difference comes from the day boundaries, not from missing data. To line up daily figures with Criteo, the data source needs to use the same timezone as the Criteo report being compared — see the previous question for how to change it.

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